At Zeretail, we strive to ensure complete satisfaction with every order. This Refund Policy outlines the circumstances under which refunds may be issued for purchases made through our B2B quick commerce platform.
By placing an order with Zeretail, you acknowledge that you have read and agree to this Refund Policy.
1. Eligibility for Refunds
Refunds may be issued in the following cases:
- Wrong/Damaged Items: Products received are incorrect, damaged, or not as described.
- Missing Items: Partial or complete order not delivered.
- Quality Issues: Products that fail to meet quality standards (e.g., spoiled food items).
- Technical Errors: Duplicate charges or incorrect billing due to system errors.
Non-Refundable Situations
- Change of mind or business needs after order placement
- Perishable goods that were delivered in proper condition
- Products damaged after delivery due to improper storage
2. Refund Process
Report the Issue
Notify us within 24 hours of delivery via:
- In-app support chat
- Email to support@zeretail.in with subject "Refund Request"
- Phone call to our customer support
Include order number, photos of damaged/wrong items, and detailed description.
Verification
Our team will:
- Review your claim within 1 business day
- May request additional information or photos
- Coordinate with delivery partners for verification
Resolution
Once approved:
- Refund: Processed to original payment method within 5-7 business days
- Replacement: For eligible cases, arranged in next delivery slot
- Credit: Platform credit may be offered for future purchases
3. Refund Methods
- Original Payment Method: Refunds will be issued to the original payment source (UPI, bank account, card)
- Zeretail Wallet: Option to receive refund as platform credit for faster resolution
- Business Checks: For large B2B orders (above ₹50,000), by request
Processing times vary by payment provider (UPI: 1-3 days, Cards: 5-10 business days, Bank Transfers: 3-7 days).
4. Special Cases
A. Perishable Goods
- Must report quality issues within 6 hours of delivery
- Require photographic evidence of spoiled products
- Partial refunds may be issued based on condition
B. Bulk Orders
- Custom refund policies may apply for orders above ₹1,00,000
- Must be agreed upon in writing before order fulfillment
C. Subscription Services
- Pro-rated refunds available for unused portions of monthly subscriptions
- Require 7-day notice before next billing cycle
5. Disputes & Escalations
If you disagree with our refund decision:
- Re-evaluation: Request secondary review with additional evidence
- Mediation: For B2B disputes above ₹25,000, we may involve third-party mediators
- Legal Recourse: As per Governing Law section in our Terms of Service
6. Contact Us
For refund-related inquiries:
Please include your order number in all communications.
7. Policy Updates
We may update this policy to reflect changes in:
- Payment partner requirements
- Regulatory compliance (GST, consumer protection laws)
- Business operations
Material changes will be notified via email or platform notifications. Continued use constitutes acceptance.